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The Philippines’ leading fintech super app, GCash, believes
prioritizing customer experience is crucial for startups that are looking at
achieving the much-coveted ‘unicorn’ status.
A unicorn is a startup that’s valued at over $1 billion dollars,
and as for Mynt, the operator of GCash, it’s already achieved double unicorn
status in the past year.
At a recent virtual forum, GCash Chief Customer Officer, Winsley
Bangit said that it’s essential to integrate customer feedback and needs when
it comes to developing insight-driven customer experiences.
“For any technology app, customer experience is our bread and butter. We need to deliver our promise of convenience, reliability, and safety so that customers can do their financial essentials with peace of mind,” said Bangit.
Bangit also noted that GCash is driven to respond to its users'
needs quickly. For instance, sending money needs to happen in real time, credit
needs to be accepted by merchants, and savings should be transparent and easily
accessible. However, in the event that a product or service experiences roadblocks,
Bangit also assured users that they will quickly react and solve these
problems.
Winsley joined several other executives from other companies in a
recent virtual forum titled, “Reimagine Mobile Shopping Experiences: Humanize
Customer Experience (CX) with the Power of Personalization.” There they
discussed how businesses can improve customer experience and how this has
become an important driver for successful startups. Aside from Bangit,
officials from select Southeast Asian unicorns and companies joined the panel
discussion namely, Robinsons Bank Vice President Janette Abad Santos, Insider
Country Manager Fay Angelica Supremo, and Lazada Philippines Brand Acquisition
Manager Jia de Guzman.
To serve its customers better, GCash also aims to be agile to
improve the customer experience with technology. Bangit mentioned that GCash
rolled out a verification tool to help ensure that users are certain about who
they're sending their money to and that they will be notified before
accidentally sending money to a non-GCash user.
GCash went a step further by ensuring that its subscribers’ money
that was being sent to non-GCash users can still be used through GCash Padala.
Through GCash Padala, the receiver can collect the money in any of GCash’s
17,000 partner branches nationwide.
As part of its commitment to continuously improve customer
experience, GCash builds the trust of its users by safeguarding their security
and data privacy. GCash has continuously been rolling out security features
such as Personal Identification Number (PIN) verification, facial recognition,
One-Time Password (OTP), and electronic Know Your Customer (eKYC) verification
process.
“Agility is important in order to quickly respond to our
customers' needs. But more than that, we should be able to hand-hold our
customers in their journey as we want to be more than just an app, but to be
truly a partner to our customers,” said Bangit.
With over 60 million users to date, GCash ensures that it will
continue to be agile in making Filipinos' everyday lives better and help
achieve the company’s vision of enabling a cashless society leading to Finance
for All.
For more information, visit www.gcash.com.
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